Account Representative - Small Business

Gallagher is a company that helps clients face risk with confidence, providing a client-centric suite of consulting tools. The Account Representative serves as a primary point of contact for clients, supporting day-to-day service needs and delivering responsive and accurate support for insurance-related inquiries.

Responsibilities:

• Respond promptly to inbound and outbound customer inquiries via phone, email, chat, or system platforms
• Issuing and managing certificates of insurance for clients. Ensure certificates are accurate, meet client requirements, and comply with policy terms. This may involve verifying coverage details, limits, and endorsements before issuing certificates to third parties
• Assisting clients with billing inquiries and resolving payment-related issues. Provide support for premium payments, billing discrepancies, refunds, and installment plans. Collaborate with internal teams or carriers to ensure timely resolution of billing concerns
• Processing routine, non-complex policy changes requested by clients, including standard and auto renewals. Process policy amendments such as coverage adjustments, endorsements, or cancellations while ensuring accuracy and adherence to underwriting guidelines
• Possess a foundational understanding of insurance coverage with the ability to explain basic coverage options, exclusions, and policy terms. Utilize coverage knowledge to complete risk assessments and guide clients towards appropriate solutions
• Act as a liaison between client and carrier for claims related assistance. Provide clients with carrier contact information, claim submission guidelines, and follow-up procedures. Ensure clients understand the claims process and provide initial guidance
• Ask effective questions to uncover underlying issues, clarify client requests, and identify opportunities for additional support or services
• Provides client advisory services while following established procedures and guidelines
• Independently resolves standard billing issues and processes routine policy changes
• Escalates complex billing matters, high-risk policy amendments, or exceptions to supervisors or specialized teams
• Collaborates with internal departments when issues have broader operational or financial impact

Requirements:

• 1-3 years of experience in insurance experience required
• Knowledge of insurance concepts, including risk management, liability coverage, policy structures, and underwriting processes
• Experience in remarketing and providing pricing and coverage options for clients
• Strong knowledge of insurance products, policy structures, and coverage
• Ability to learn and adapt to technology and workforce management systems quickly
• Excellent communication and interpersonal skills, with the ability to explain complex topics clearly
• Client-focused mindset with the ability to build relationships and trust quickly
• Ability to manage multiple priorities, deadlines, and client expectations effectively